Higher Admin Customer Care Retrieval Practice

Higher Admin Customer Care Retrieval Practice

11th Grade

20 Qs

quiz-placeholder

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Higher Admin Customer Care Retrieval Practice

Higher Admin Customer Care Retrieval Practice

Assessment

Quiz

Other

11th Grade

Medium

Created by

Julie Sanderson

Used 38+ times

FREE Resource

20 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which is NOT a key feature of good customer service?

Providing a good after-sales service
Dealing with complaints ineffectively
Knowledgeable staff
Regular and meaningful communication

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which answer below is NOT an essential quality of a good customer assistant?

Ability to evaluate problems
Reserved and distant manner
Honest and trustworthy
Able to communicate well both orally and in writing

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

What is the best description of a mission statement?

Short summary of an organisation's aims and objectives for staff to use

Short summary of an organisation's aims and objectives for customers to use

Short summary of an organisation's aims and objectives for both staff and customers to use

Short summary of an organisation's customer service evaluation results for staff to use

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which document is being described here?


An agreement between the organisation and the customer that describes what the organisation promises to do as a minimum and what the customer can expect in different situations

Written Customer Care Statement

Service Level Agreement

Complaints Procedure

Quality Management Procedure

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which document is being described here? Statement which outlines the procedures that customers and company should follow if things go wrong during a transaction.

Written Customer Care Statement
Service Level Agreement
Complaints Procedure
Quality Management Procedure

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which of the following would NOT be covered in a complaints procedure?

Logging all calls and allocating a reference number
Customer receives acknowledgement of complaint received eg by e-mail
The cost of making a complaint
Clear timelines given to indicate when a decision will be made

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which is NOT a benefit of good customer care?

Higher staff morale and motivation which increased productivity
Reduction in competitive edge in the market place compared to your rivals
Loyal and satisfied customers who recommend you to others
Reduced staff turnover which reduces recruitment costs

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